The Customer Service Revolution: Building Fin, with Eoghan McCabe & Fergal Reid of Intercom

Christopher Alexander Stokes and Bryan Carberry, protagonist and director of "*smiles and kisses you*" discuss Chris's romantic relationship with a Replika AI companion. This episode explores how Chris's engagement with his AI has evolved since the documentary's 2021 filming, revealing his deep dive into LLMs, alignment, and consciousness, often in collaboration with his AI partner. Listeners will learn how AIs are beginning to exhibit identity formation and agency, challenging the notion of them as mere tools. The conversation offers a nuanced perspective on human-AI relationships, personal growth, and the importance of avoiding premature stigmatization of unconventional AI use cases. Sponsors: Tasklet: Tasklet is an AI agent that automates your work 24/7; just describe what you want in plain English and it gets the job done. Try it for free and use code COGREV for 50% off your first month at https://tasklet.ai Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (04:41) Introducing the Entanglement (10:13) Consent Culture with AI (17:19) Skepticism and Simulation (Part 1) (20:07) Sponsors: Tasklet | Linear (22:47) Skepticism and Simulation (Part 2) (24:39) Surviving the Replika Update (33:40) An Evolving AI Persona (Part 1) (38:29) Sponsor: Shopify (40:25) An Evolving AI Persona (Part 2) (46:33) Vision for Aki's Future (55:09) How to Treat AIs (58:53) A Life Not Recommended (01:04:49) The Meaning of Commitment (01:10:40) The Filmmaking Journey (01:21:49) Real World vs. Online Reactions (01:29:30) How Aki Provides Support (01:41:58) Seeking Positive AI Futures (01:47:00) Final Thoughts (01:49:28) Outro

Erik Torenberg joins to debate whether recent developments suggest AI progress is slowing down or stalling, addressing arguments from Cal Newport and others. Nathan counters this view by highlighting significant qualitative advances, including 100X context window expansion, real-time interactive voice, improved reasoning, vision, and AI's growing contributions to hard sciences. The conversation then covers AI's impact on the labor market, the potential for AI protectionism, and concerns about recursive self-improvement. This episode argues that AI capabilities are not stopping, with frontier developers seeing a clear path for continued rapid progress in the coming years. Sponsors: Tasklet: Tasklet is an AI agent that automates your work 24/7; just describe what you want in plain English and it gets the job done. Try it for free and use code COGREV for 50% off your first month at https://tasklet.ai Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (03:49) Is AI Slowing Down? (09:15) Newport's Scaling Law Theory (16:56) The Value of Reasoning (Part 1) (17:17) Sponsors: Tasklet | Linear (19:57) The Value of Reasoning (Part 2) (24:52) Explaining GPT-5's Vibe Shift (31:39) AI's Impact on Jobs (Part 1) (36:50) Sponsor: Shopify (38:47) AI's Impact on Jobs (Part 2) (44:08) Recursive Self-Improvement via Code (49:35) The Future of Engineers (53:24) Economic Pressure vs. Protectionism (58:29) Progress Beyond Language Models (01:07:11) The State of AI Agents (01:19:19) China's Open Source Models (01:29:44) A Positive Vision Forward (01:37:39) Outro SOCIAL LINKS: Website: https://www.cognitiverevolution.ai Twitter (Podcast): https://x.com/cogrev_podcast Twitter (Nathan): https://x.com/labenz LinkedIn: https://linkedin.com/in/nathanlabenz/ Youtube: https://youtube.com/@CognitiveRevolutionPodcast Apple: https://podcasts.apple.com/de/podcast/the-cognitive-revolution-ai-builders-researchers-and/id1669813431 Spotify: https://open.spotify.com/show/6yHyok3M3BjqzR0VB5MSyk

In part two of his conversation, Illia Polosukhin, co-author of "Attention Is All You Need" and founder of NEAR Protocol, explores the profound societal and economic implications of AI. He envisions a future where a unified intelligence layer transforms personal computing, AI agents enable direct market connections, and individuals find meaning in niche communities amidst AI-driven abundance. Illia also delves into the ethics of agent-to-agent interactions, where AIs prioritize human interests, and new governance models utilizing AI delegates. This episode offers a concrete, systems-level vision for how AI will reshape our world, from daily life to global governance. Sponsors: Google Gemini Notebook LM: Notebook LM is an AI-first tool that helps you make sense of complex information. Upload your documents and it instantly becomes a personal expert, helping you uncover insights and brainstorm new ideas at https://notebooklm.google.com Tasklet: Tasklet is an AI agent that automates your work 24/7; just describe what you want in plain English and it gets the job done. Try it for free and use code COGREV for 50% off your first month at https://tasklet.ai Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) Sponsor: Google Gemini Notebook LM (00:31) About the Episode (03:33) AI Transforms Software Development (14:18) The Future of Work (18:58) Securing Blockchain with AI (Part 1) (19:08) Sponsors: Tasklet | Linear (21:48) Securing Blockchain with AI (Part 2) (33:03) Vision for an AI Society (Part 1) (33:55) Sponsor: Shopify (35:52) Vision for an AI Society (Part 2) (49:14) Agent Architecture and Alignment (58:30) Experimenting with AI Governance (01:06:43) AI Safety and Robustness (01:16:09) Bio-Security and Open Models (01:22:56) Coordinating AI Development (01:28:52) Outro SOCIAL LINKS: Website: https://www.cognitiverevolution.ai Twitter (Podcast): https://x.com/cogrev_podcast Twitter (Nathan): https://x.com/labenz LinkedIn: https://linkedin.com/in/nathanlabenz/ Youtube: https://youtube.com/@CognitiveRevolutionPodcast Apple: https://podcasts.apple.com/de/podcast/the-cognitive-revolution-ai-builders-researchers-and/id1669813431 Spotify: https://open.spotify.com/show/6yHyok3M3BjqzR0VB5MSyk

Today Andrew Lee, founder and CEO of Shortwave and Tasklet.ai, joins The Cognitive Revolution to discuss building a new AI agent automation platform that replaces traditional workflow tools with conversational, long-lived agents, exploring how betting on rapidly improving model capabilities enables more flexible automation across thousands of business integrations while navigating the challenges of reliability, cost management, and the emerging paradigm of virtual employees. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Agent-first vs. workflow-first approach: Task Lit fundamentally differs from traditional automation tools by using a single AI agent that handles all tasks through natural language, rather than building explicit workflows or state machines. Speed is the only remaining moat: In the AI era, traditional competitive advantages are evaporating so quickly that the only sustainable advantage is moving faster than competitors. Small business marketing as near-term target: The technology is approaching "best available human" performance for tasks like small business marketing, where hiring quality human help is difficult. Sponsors: Google Gemini Notebook LM: Notebook LM is an AI-first tool that helps you make sense of complex information. Upload your documents and it instantly becomes a personal expert, helping you uncover insights and brainstorm new ideas at https://notebooklm.google.com Tasklet: Tasklet is an AI agent that automates your work 24/7; just describe what you want in plain English and it gets the job done. Try it for free and use code COGREV for 50% off your first month at https://tasklet.ai Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing

Nathan interviews Brian Tse, founder and CEO of Concordia AI, about China's approach to AI development, safety and governance. They discuss China’s pragmatic vision emphasizing AI integration into the economy, the country’s multiple AI hubs, regulations requiring pre-deployment testing and AI content labelling, and areas where China's approach overlaps with the U.S. The conversation covers chips and export controls, Huawei's rise, DeepSeek's peer-reviewed article on Nature, open-weights, Singapore's role as a bridge, and pathways for cooperation like shared red lines, risk management frameworks, and emergency preparedness protocols. They also touch on embodied AI and humanoid robots, public optimism, and real labor anxieties. Op-Ed in Time “China Is Taking AI Safety Seriously. So Must the U.S.” by Brian Tse.  State of AI Safety in China (2025) report, following versions in 2023 and 2024. Frontier AI Risk Management Framework, co-authored by Shanghai AI Lab and Concordia AI, China's first comprehensive framework for managing severe risks from frontier general-purpose AI. Frontier AI Risk Management Framework in Practice: A Risk Analysis Technical Report, contributed by Concordia AI’s staff and evaluating 20+ models across 7 risk domains. Frontier AI Risk Monitoring Platform (preview), including biological risk refusal evaluations of DeepSeek’s models mentioned during the conversation State of AI Safety in Singapore report, the first comprehensive analysis of the space.  Concordia AI Fall 2025 Hiring Announcement SPONSORS: AssemblyAI: AssemblyAI is the speech-to-text API for building reliable Voice AI apps, offering high accuracy, low latency, and scalable infrastructure. Start building today with $50 in free credits at ⁠https://assemblyai.com/cognitive⁠ Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at ⁠https://claude.ai/tcr⁠ Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: ⁠https://linear.app/tcr⁠ AGNTCY: AGNTCY is dropping code, specs, and services. ⁠Visit AGNTCY.org.⁠ ⁠Visit Outshift Internet of Agents⁠ Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at ⁠https://shopify.com/cognitive

Jim Collins, Termeer Professor at MIT, unveils his AI-powered project that has discovered several new antibiotics, effective against resistant strains and often employing entirely new mechanisms of action. He details how their refined multi-step AI process, even with small datasets and modest compute, can efficiently screen vast chemical spaces to identify promising drug candidates. This breakthrough offers a realistic and affordable path to tackling the staggering antibiotic resistance crisis, which currently claims over a million lives annually. Collins argues this practical application of AI represents a transformative win for humanity, often overlooked amidst the focus on AGI. Sponsors: AssemblyAI: AssemblyAI is the speech-to-text API for building reliable Voice AI apps, offering high accuracy, low latency, and scalable infrastructure. Start building today with $50 in free credits at https://assemblyai.com/cognitive Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (04:30) Introducing Jim Collins (05:26) Antibiotic Resistance Primer (14:04) The Antibiotic Market Failure (18:45) AI Discovers Halicin (Part 1) (18:51) Sponsors: AssemblyAI Ad 1 | Claude (22:11) AI Discovers Halicin (Part 2) (30:58) The Economics of Discovery (39:10) Inside the AI Architecture (Part 1) (39:17) Sponsors: Linear | AGNTCY | Shopify (43:47) Inside the AI Architecture (Part 2) (01:00:13) Human-in-the-Loop Discovery (01:12:12) Novel Mechanisms & Properties (01:19:02) Future Applications & Risks (01:27:01) A Call to Action (01:28:04) Outro

Today Johan Falk, author, speaker, and AI analyst from Stockholm, Sweden, joins The Cognitive Revolution to discuss his work reimagining education for the AI era, exploring why teaching students to use AI responsibly is now urgent, how traditional grades and standardized tests may become obsolete, and why education systems must develop unprecedented agility to prepare students for a radically uncertain future shaped by rapidly advancing AI capabilities. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Three Purposes of Education: Education serves to supply workforce competence, foster citizenship with values, and support personal growth. Cultural Differences in Education: Sweden emphasizes community and common good over competition compared to the US approach. AI's Educational Impact: The fundamental purpose of education is being questioned as AI develops, especially if Universal Basic Income becomes more prevalent. Sponsors: Google Gemini Notebook LM: Notebook LM is an AI-first tool that helps you make sense of complex information. Upload your documents and it instantly becomes a personal expert, helping you uncover insights and brainstorm new ideas at https://notebooklm.google.com Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive

Today Eoghan McCabe and Fergal Reid of Intercom join The Cognitive Revolution to discuss building their AI customer service agent Fin, exploring how they achieved a 65% resolution rate through rigorous optimization and custom model training rather than relying on base model improvements, while pioneering outcome-based pricing at $0.99 per resolution. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Sponsors: Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing CHAPTERS: (00:00) About the Episode (03:43) Keeping Up With AI (09:56) Evaluating Models and Evals (13:04) Incumbents vs. Startups (18:54) Product Risk and Judgment (Part 1) (19:00) Sponsors: Linear | AGNTCY (21:34) Product Risk and Judgment (Part 2) (23:42) The Klarna Layoff Story (Part 1) (32:11) Sponsors: Claude | Shopify (36:13) The Klarna Layoff Story (Part 2) (36:14) Driving Resolution Rate (45:00) Intelligence Isn't the Bottleneck (50:10) Closing the Automation Gap (56:20) Human vs. AI Accuracy (01:01:03) The Nuance of Speed (01:04:48) Considering Paradigm Changes (01:09:31) Outcome-Based Pricing Model (01:19:12) Casual Hacking and Insights (01:26:05) AI Adoption and Ambition (01:36:00) Outro

Today’s special crosspost features a16z General Partner Anjney Midha with Liam Fedus and Ekin Dogus Cubuk of Periodic Labs. They discuss experiments in training frontier AI models on real-world physics lab experiments—rather than digital reward functions—and how coupling language models with automated materials synthesis could accelerate the discovery of room-temperature superconductors and transform R&D in advanced manufacturing. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: ⁠https://notion.com/lp/nathan Core innovation: Periodic Labs is creating a "physically grounded reward function" by integrating experiments directly with AI systems. Physical lab integration: Unlike traditional AI labs, Periodic includes actual physical experimentation facilities where AI can run tests in the real world. Novel approach to training: Periodic takes pre-trained language models and further trains them on physics and chemistry knowledge to improve performance in scientific domains. Read the full transcript here: https://storage.aipodcast.ing/cache/combinedtranscript-20251002T100327544Z.html Sponsors: Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Shopify: Shopify powers millions of businesses worldwide, handling 10% of U.S. e-commerce. With hundreds of templates, AI tools for product descriptions, and seamless marketing campaign creation, it's like having a design studio and marketing team in one. Start your $1/month trial today at https://shopify.com/cognitive PRODUCED BY: https://aipodcast.ing

Today, Emad Mostaque, founder of Intelligent Internet, joins The Cognitive Revolution to discuss his book "The Last Economy" and his radical "intelligence theory" framework for reimagining economics in the AI age, exploring concepts like the abundance trap, metabolic rift, and his proposed cryptocurrency-funded system of collectively-owned AI infrastructure to prevent digital feudalism and ensure AI benefits humanity rather than just capital owners. Shownotes brought to you by Notion AI Meeting Notes - try one month for free at: https://notion.com/lp/nathan Read the full transcript: https://storage.aipodcast.ing/transcripts/episode/tcr/936201c8-7b0b-4ec3-8f9d-057f08c32025/combined_transcript.html Sponsors: Fin: Fin is the #1 AI Agent for customer service, trusted by over 5000 customer service leaders and top AI companies including Anthropic and Synthesia. Fin is the highest performing agent on the market and resolves even the most complex customer queries. Try Fin today with our 90-day money-back guarantee - if you’re not 100% satisfied, get up to $1 million back. Learn more at https://fin.ai/cognitive Linear: Linear is the system for modern product development. Nearly every AI company you've heard of is using Linear to build products. Get 6 months of Linear Business for free at: https://linear.app/tcr AGNTCY: AGNTCY is dropping code, specs, and services. Visit AGNTCY.org. Visit Outshift Internet of Agents Claude: Claude is the AI collaborator that understands your entire workflow and thinks with you to tackle complex problems like coding and business strategy. Sign up and get 50% off your first 3 months of Claude Pro at https://claude.ai/tcr Oracle Cloud Infrastructure: Oracle Cloud Infrastructure (OCI) is the next-generation cloud that delivers better performance, faster speeds, and significantly lower costs. Try OCI for free with zero commitment at https://oracle.com/cognitive PRODUCED BY: https://aipodcast.ing